Workforce Management (WFM) applications focus heavily on call center solutions. Data, both real-time and historical, is fed (or pulled) into a workforce management data analysis tool. The front end of the application provides call center managers with information they can use to meet staffing needs, i.e. handling call volume during peak or off-peak hours, as well as exception-planning for parts of the day or week.
We have partnered with Verint Monet Softwaree to resell their product as our WFM solution. This is a structured resale relationship, under the third party application program, in which Evolve IP can resell the application and provide Tier 1 Support. All Tier 2 and 3 support will be provided by Monet, directly to the customer.
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Features
The Monet WFM application offers numerous features, the most important of which are listed below (For a comprehensive view of features, see the videos on Monet’s website):
- Exception planning
- Call center forecasting
- Call center scheduling
- Intra-day management
- Real-time adherence
- Performance analytics with goals, alerts and KPIs
- Creating shift profiles for weekends, holidays, high volume, etc.
Benefits
With a WFM solution on top of the Evolve IP call center, customers can use real data to match calls to the appropriately-skilled agents. Key benefits:
- Plan and maintain KPIs during training and meetings with call center agents.
- Cut costs by scheduling the minimum necessary staff for certain call volumes.
- Improve KPIs using real-time and forecasted call volumes (wait times, hold time, handle time, etc.)
- Improve ACD metrics and corporate SLAs by managing agent states in real-time, scheduling adherence for tasks, breaks, projects, and availability.
Resources
FAQs
What quantity of users do I need for this scenario: 60 agents, 3 supervisors, and 1 analyst?
- 64 users of WFM Live.